Virgin Media Discussion Thread

Any advice on how to move my installation along from people who might have faced the same issue? Virgin cable is laid along my street but my house was built after so there’s no access point. Virgin have sent multiple technicians to my house over the last 5 months. Each time they’ve been expecting to do a cable pull but there is no access point. They report this back to their HQ and tell me someone will come along to do the construction work. A few weeks later another guy shows up to do a cable pull. The last contractor I spoke to said it’s quite common - out of 8 jobs he’s had the previous day, 6 we’re not possible for various reasons.

I’ve called the virgin call centres a bunch of times but the people there are completely clueless and just tell me I have to wait for the technician. Rinse and repeat. I even emailed the CEO but haven’t heard back.

I’m really pulling my hair out and no idea how to break this cycle! Any advice much appreciated!
 
Psiko said:
Any advice on how to move my installation along from people who might have faced the same issue? Virgin cable is laid along my street but my house was built after so there’s no access point. Virgin have sent multiple technicians to my house over the last 5 months. Each time they’ve been expecting to do a cable pull but there is no access point. They report this back to their HQ and tell me someone will come along to do the construction work. A few weeks later another guy shows up to do a cable pull. The last contractor I spoke to said it’s quite common - out of 8 jobs he’s had the previous day, 6 we’re not possible for various reasons.

I’ve called the virgin call centres a bunch of times but the people there are completely clueless and just tell me I have to wait for the technician. Rinse and repeat. I even emailed the CEO but haven’t heard back.

I’m really pulling my hair out and no idea how to break this cycle! Any advice much appreciated!
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I've got some bad news for you....

If your house isn't physically connected to the VM network currently then work will need to be done by a preinstallation team, if you read around on this forum this work either takes place without issue or a selection of subcontractors spend up to two years unable to locate their behind with both hands, all the while the VM support staff will promise you that it's all going to happen 'tomorrow'.
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My place is just past the end of the existing VM run. Last week, subcontractors came out to lay new ducting so it reached my property. This week, a different subcontractor says there is a blockage in the ducting the guys laid last week.
 
Psiko said:
Any advice on how to move my installation along from people who might have faced the same issue? Virgin cable is laid along my street but my house was built after so there’s no access point. Virgin have sent multiple technicians to my house over the last 5 months. Each time they’ve been expecting to do a cable pull but there is no access point. They report this back to their HQ and tell me someone will come along to do the construction work. A few weeks later another guy shows up to do a cable pull. The last contractor I spoke to said it’s quite common - out of 8 jobs he’s had the previous day, 6 we’re not possible for various reasons.

I’ve called the virgin call centres a bunch of times but the people there are completely clueless and just tell me I have to wait for the technician. Rinse and repeat. I even emailed the CEO but haven’t heard back.

I’m really pulling my hair out and no idea how to break this cycle! Any advice much appreciated!
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The way this should work is the job fails, gets picked up by JMT on the day, they speak to the tech who tells them no Tee, they either pass it directly to construction who likely come out and look at it, mark it up, depending on what’s required and who owns the property/land they need to cross wayleave may be required or works permits requested if it requires it.

Realistically VM canned most of the people who used to do that some years ago and moved to contractors (often the same staff via a 3rd party). The CEO route is probably your best option at this stage as while the CEO complaints team are clueless about how things work, they tend to go to CSM level staff and then be passed to someone who is competent to resolve.
 
jaybee said:
Thanks Duke we will probably phone and cancel then and see if they call back. If they offer on the phone to wipe out the entire increase, or even if they phone back and offer it, I guess I should get them to put it in writing confirming. I just can see the price automatically changing on their system in May regardless of what they say and me phoning them up with them claiming said phone call and arrangements never happened. You know what they're like.
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I'm in exacly same situation as you, contract ends in September, due to increase in May etc. Last time this happened I rang them and there was an automated message that you could accept to forgo the price increase and keep original contract. Once accepted I got an email confirming.
Not rang them yet but I'm going to cancel this time to see how low I can get my bill
 
SpudMaster said:
I'm in exacly same situation as you, contract ends in September, due to increase in May etc. Last time this happened I rang them and there was an automated message that you could accept to forgo the price increase and keep original contract. Once accepted I got an email confirming.
Not rang them yet but I'm going to cancel this time to see how low I can get my bill
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You mean to say if you go through the menus to the "thinking of leaving us" options, you get an automated message asking if you want to stay on your existing contract and just get the price increase wiped off? That would be fine for me tbh as I'm happy with the existing contract for what we get, then by September, Toob should be available for us. Keep me updated with your findings! I will do the same. I will probably ring at some point next week.
 
jaybee said:
You mean to say if you go through the menus to the "thinking of leaving us" options, you get an automated message asking if you want to stay on your existing contract and just get the price increase wiped off? That would be fine for me tbh as I'm happy with the existing contract for what we get, then by September, Toob should be available for us. Keep me updated with your findings! I will do the same. I will probably ring at some point next week.
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I've not rang yet this time so it might not the case now but it was before you spoke to anyone. You got the message whilst on hold. They did a similar thing if you contacted them using Whatsapp also I believe
 
Just phoned up to cancel, process was a lot quicker than i remember. Done and dusted in 10mins and they are applying a £15 discount to cover the price rise until the end of my contract. He did say its better to let the contract run out to get the best discount, only a couple of months to run and no outstanding sky deals to tempt me.
 
Done the WhatsApp song and dance for my parents place.

Originally £16 for 125Mb.

Price rise of £7 making it £23

Managed a price rise of £1.40 making it £17.40. Couldn't be bothered with further haggling.

Funny thing is next bill with be £3.49.... then £17.40 thereafter.... Go figure. 10 months left on contract.
 
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thats good deal, I pay £21 for 125mb got 14 months remaining, no one in area can match virgins speed so stuck with them , been with cable since it was called blueyonder/ telewest
 
SpudMaster said:
I'm in exacly same situation as you, contract ends in September, due to increase in May etc. Last time this happened I rang them and there was an automated message that you could accept to forgo the price increase and keep original contract. Once accepted I got an email confirming.
Not rang them yet but I'm going to cancel this time to see how low I can get my bill
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When I phoned up the automated offer was to half the increase for 6 months or something. I think previously it would remove all of the increase. Either way best to speak to retentions and say 'you can't afford it' then you don't get into a bun fight about having no options with similar speeds etc as mentioned above.
 
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Duke said:
When I phoned up the automated offer was to half the increase for 6 months or something. I think previously it would remove all of the increase. Either way best to speak to retentions and say 'you can't afford it' then you don't get into a bun fight about having no options with similar speeds etc as mentioned above.
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Yeah thats what I'll be doing this time. My only concern as I've mentioned earlier in the thread is that I have a virgin phone line as they tell me I get better deals if I keep it but I dont have a phone connected to it or one to connect. I have an 02 sim which I've told them in the past to connect me on that but but worried I'll cancel, wait for retentions but call but never get a call cos they are ringing the landline. Apparently this happened to bobuk in this thread.
 
uscool said:
thats good deal, I pay £21 for 125mb got 14 months remaining, no one in area can match virgins speed so stuck with them , been with cable since it was called blueyonder/ telewest
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What about Vodafone?

I'm in the same area, looking at your "location" and their website check said it's available to me, better upload speeds as well.

If I can't get a better deal when they finally decide to send an increase email to me, (I'm currently on 250mb + phone for £23, so your deal is pretty sucky comparatively) then off to Vodafone I go.
 
Kelt said:
What about Vodafone?

I'm in the same area, looking at your "location" and their website check said it's available to me, better upload speeds as well.

If I can't get a better deal when they finally decide to send an increase email to me, (I'm currently on 250mb + phone for £23, so your deal is pretty sucky comparatively) then off to Vodafone I go.
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Already checked best they do is 70mb , I checked other post codes near by and higher speeds available

Checked my area on openreach site

Build planned between
now and Dec-2026

The wait continues
 
So I've finally moved on from Virgin - Virgin is still connected (for another week), but I have switched the entire network over to using the new Vodafone (Cityfibre) connection I had installed a couple of days ago..

I have nothing but good things to say about Cityfibre and Vodafone up to this point:
  • Installation happened on time and in a timely manner..
  • The installers didnt rush me when presented with a challenge as to where to install the ONT.
  • Speed test for the installer showed 950/950 (on their equipment), using my my own router (R7800 running DD-WRT) its showing slightly less, but no issue.
  • Vodafone has issued me a static IP free of charge.
  • I've been on with Vodafone Chat a couple of times to ask a couple of questions and they have been answered with within a couple of minutes.
I only used Virgin Media for the basic TV package (we stream most of our content), so I have happily gone back to Freeview, so dont think Im going to miss the V6 TV Box.

So far so good.. :)
 
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Scope said:
So I've finally moved on from Virgin - Virgin is still connected (for another week), but I have switched the entire network over to using the new Vodafone (Cityfibre) connection I had installed a couple of days ago..

I have nothing but good things to say about Cityfibre and Vodafone up to this point:
  • Installation happened on time and in a timely manner..
  • The installers didnt rush me when presented with a challenge as to where to install the ONT.
  • Speed test for the installer showed 950/950 (on their equipment), using my my own router (R7800 running DD-WRT) its showing slightly less, but no issue.
  • Vodafone has issued me a static IP free of charge.
  • I've been on with Vodafone Chat a couple of times to ask a couple of questions and they have been answered with within a couple of minutes.
I only used Virgin Media for the basic TV package (we stream most of our content), so I have happily gone back to Freeview, so dont think Im going to miss the V6 TV Box.

So far so good.. :)
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We picked up a Humax Freeview recorder that records 4 channels at once. They also have Wifi and can have up to 2gb HDD in them.

They are pricey new but we got ours for £60 off marketplace.
 
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